Report on the Patient’s Service Satisfaction Survey at PBF Memorial Clinic
The assessment was done as a reflection of the Clinic’s operation and performance by our clients and beneficiaries of our services since our opening on (January 7th 2025) . The aim is review the feedback objectively for an improved performance and service delivery going forward.The summary of the survey was presented as follow.
Summary
Background: Patient satisfaction is a key metric for determining how efficiently healthcare is delivered. When patients visit health care facilities, they express a clear desire for high-quality services. Inadequately meeting their anticipated needs and expectations may lead to disappointment. The objective of this study was to assess the level of patient satisfaction with the health care services of PBF Memorial Clinic in Lalibela, Ethiopia.
Methods: This survey was conducted among 35 patients visiting PBF Memorial Clinic from August 01 to September 30, 2025. Data were collected by health professionals who work in the clinic after getting training. An interviewer administered semi-structured patient/client satisfaction surveys to conduct this survey.
Result and conclusion : The overall patient satisfaction with service at PBF Memorial Clinic in Lalibela, Ethiopia, revealed that 99.1% of patients are satisfied with our services. Clients were surprised with the given services and the cleanness of the building. However, patients expressed dissatisfaction with the absence of entertainment facilities like a cafeteria and essential medical equipment such as X-ray and CT scan machines in the new clinic. These shortcomings may lead to compromised service quality and force patients to seek care elsewhere. Since the clinic is not a hospital, it is unable to provide admitted patients, which makes it difficult to draw inpatients who need full medical care. Clients highlighted the need for more space for future hospital expansions and entertainment options, stemming from current spatial constraints.
Clients emphasized the importance of collaboration with stakeholders for the clinic’s success, including strategic planning and teamwork. This survey provides a roadmap for future healthcare provision and a personal decision on the service approach to meet client needs.
The full version of survey is posted here in PDF for interested readers. Certificate <klick here>
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Getachew Sale
Board chairman of PBF memorial Clinic